SAMSUNG: Complete lack of customer support and understanding the value of their clients

What should have been an exciting brand experience turned out to be a terrible mistake.

My cellphone contract have been up for renewal for quite a while. Although I have been an Apple iPhone user for the past 7 years I thought it might be time for a change.

In March this year I decided to go to the Vodacom4Me shop in Woodlands mall as they had some good deals on the new Samsung Galaxy S20 range of phones. In store I was considering the normal smaller S20...but based on conversation with the sales rep I decided to go for the more expensive and bigger S20+ as the deal would include a free pair of Galaxy Buds.

I eagerly renewed my contract and rushed home to unbox my new phone. I then registered my claim for the free Galaxy Buds on the Samsung members app as instructed by the Vodacom sales rep. Upon submitting the claim the app confirmed receipt and indicated that the claim would be processed.

I then received the following communication from Samsung:

**********Email dated: 21 March 2020 "Your Galaxy Buds+ claim has been received. Hi Schalk,

Welcome to the Galaxy Family

We have received your Samsung Galaxy Buds+ submission and have informed our delivery partner who will make the necessary delivery arrangements.

For future reference please make use of the following order reference number: CITD***

Click here to learn more about your Samsung Care+ exclusive limited time offer.

Save R1500 and only pay R499 for a 24-month Accidental Damage service plan.Terms and conditions apply.

Delivery of the Galaxy Buds+ will occur within four (4) weeks of receipt of the participant’s correct delivery details, as submitted by the participant through the Samsung Members application.

Have any queries? Call us on ***4."

**********SMS dated: 6 April 2020 "Hi Schalk. Due to the lockdown, we wont be able to deliver your Galaxy Buds+ right away. Our courier will resume deliveries as soon as lockdown is lifted. Need help? ***. Stay Safe. The Samsung team Reply STOP to opt out"

I then decided to send a follow up email to *** on 20 June 2020 requesting an update on the delivery as we entered level 3 of lockdown.

I received the below reply dated 22 June 2020: "Good day,

Thank you for your email.

Kindly be advised deliveries are in process. The courier company will contact you upon arrival.

Apologies for any inconvenience caused."

After the above email I then received a communication from Samsung saying that I will not receive the Galaxy Bud+ as the purchase of my device was outside of the promotional period.

I then forwarded the mail to the *** mailbox asking what this was about as they had said two days earlier that the courier would contact me for delivery. I also asked why I received a confirmation email and sms saying that my claim would be processed if they cannot honor it.

Samsung then asked me for the CIT reference number as well as my invoice which I have provided in order for them to do an investigation into the matter. They confirmed receipt of the requested information on 27 June 2020, which is the last that I have heard from them.

I then sent follow up emails requesting an update on the investigation on the following dates:

1 July 2020 7 July 2020

To date I have not received any feedback or update. Clearly Samsung doesn't value me as a customer.

Although I have various Samsung products in my house like TV's, tablets, washing machine and refrigerator...I will never ever support the brand again out of principle.